I bought a washing machine and drier from John Lewis which was delivered yesterday (17.05.23). I paid for my old washing machine to be taken away and recycled, (which clearly had damage to the internal workings as large amounts of soot was coming from underneath). I pointed this out to the delivery men on arrival. The men proceeded to lift the machine into the air and a large weight dropped out of it onto my new tiles and smashed a big hole in one of them. I got in touch with Customer Services and was told it wasn’t John Lewis's fault it was the ‘fault of the old machine’? Yes, because the machine lifted itself into the air?! I asked why the delivery men hadn’t used a small trolley given they had used this for the new machine to come off their van and I was told ‘it wasn’t John Lewis policy’, the policy was for two people to lift it out. This is ludicrous, it was obvious there was something wrong with the internal workings and common sense should have prevailed to use a trolley. John Lewis’s Customer Service Distribution and Director Relations has frankly been appalling. I was told they would do nothing rectify the matter as it was the 'old washing machines' fault? I have since written to the CEO and the Chair, who have both forwarded my complaint straight back to the Customer Service Distribution and Director Relations representative, who was the person who was so unhelpful in the first place. The CEO clearly doesn't take customers feedback seriously. As a loyal customer of over 35 years, the excellent service I have received in the past from John Lewis is no more. I looked on social media and I am not alone with this feeling. John Lewis has historically prided itself on this service and it’s been an amazing USP, but without it the once trusted store will lose it's loyal customer base.